Timeliness Standards

• For Servicemembers' and Veterans' Group Life Insurance (SGLI and VGLI) - the percentage of claims paid within 5 business days of the Office of Servicemembers' Group Life Insurance (OSGLI) receiving the last required document.
• For SGLI Traumatic Injury Protection (TSGLI)- the percentage of claims paid within 3 business days of OSGLI receiving the last required document.

Average Processing Days for Death Claims - Average number of business days between OSGLI receiving the last required document and claim payment for SGLI, Family SGLI, and VGLI.

Financial Accuracy of all Claim Payments - Percentage of claim payments processed without errors.

Timeliness for VGLI Application Processing - Percentage of applications processed within 5 business days of receipt.

Average Processing Days for VGLI Applications - Average business days between application receipt and application processed into the record keeping system.

Accuracy of VGLI Application Processing - Percentage of applications processed without errors.

Average Speed of Answer - Average time in seconds that phone calls are answered in the call center.

Telephone Service Factor - Percentage of calls answered in 20 seconds or less.

Overall Customer Satisfaction Rating - Percentage of satisfied customers as measured by the monthly customer satisfaction surveys of call center users.  This number is the top two tiers of “Satisfied” and “Very Satisfied” from the monthly customer satisfaction surveys.